MedCom wins the ATSI Award of Excellence

MedCom Professional Service is pleased to announce that each of their office affiliates have won the prestigious ATSI Award of Excellence. The award ceremony was held at the 66th Annual ATSI Convention & Expo at the Westin Hotel in the Gaslamp Quarter of San Diego, CA. Read below to find out more about the Award of Excellence program and watch the acceptance videos. MedCom has achieved this award for 13 consecutive years.

Introduction
The telephone answering service industry has matured in communications technology and sophisticated consumers. Bureaus now must face the realization that they are already in a niche market for the consumer who requires live operator services. With competition from virtually every angle, only the best service will keep the consumer happy and loyal. While most bureaus in the industry most certainly provide good service, we are searching for that which goes beyond. The cut above will be rewarded with our coveted Award of Excellence. Here is how we determine that level.

Our Description of Excellent Service
Excellence requires a level of service that considers the caller first in every aspect of the call. Excellence make a caller believe they are the most important person (or their problem is the most important consideration) to your operator/telereceptionist. How the operator handles every call, from beginning to end determines the success of your client relationship an the level of repeat business. No matter what is happening at your bureau on any given day, the caller should never feel your operator is too busy to give them the best service.

Benefits of Participation
If successful in achieving an 80% overall average score, participants will enjoy:

• a plaque for the office wall to remind both customers and staff of their accomplishment.
• a press release to send to the appropriate media and use in sales kits and staff/customer newsletters.
• a photo op at the presentation ceremony to accompany the press release
• a sheet of logos to use in advertising, sales kits and other promotional material
• team accomplishment and pride.
• the ability to improve further by using the evaluation sheets and audio tape of calls to find areas that still need attention

This program was designed as a measure of quality control. The success of the program however has not been based on "winning" the Award. If unsuccessful in achieving an 80% overall average score:

• it is a chance to regroup and find areas to improve
• each participant receives evaluation sheets and an audio tape of calls which are the best tools to establish areas in need of attention.
• management and staff rally together to win it next time.

The program was started in Canada in 1989 and has been slightly modified every year since to remain relevant to our changing industry. ATSI adopted the program as a member service in 1995 with great success. Over 20,000 calls have been made to many participating companies yielding many winners.